Apple Shared File Service

Transcription

1 Service Definition Apple Shared File Service V1.2 Signoff Name Role Signature & Date Jeanette Patamia IT Director, Customer Services

2 Document Control Information Document Change History Version Date Last Revised Author Change Description th nd th June 2011 Ian Summers June 2011 Ian Summers Diagram update June 2011 Houssein Hallani Update RACI Table Distribution and Acceptance Version Recipient Date issued Approval Page 2 12/12/2011

3 Table of contents Purpose of this Document... 4 Service Definition Structure... 5 Apple File Service - Service Description... 6 Apple File Service - Service Configuration... 9 Apple File - Support Services Apple File Service RASCI matrix Apple File Service - Service Targets Apple File Service - Reporting and Charging Page 3 12/12/2011

4 Purpose of this Document This document defines the scope, Service Components and Support Services required to deliver this service. Page 4 12/12/2011

5 Service Definition Structure The Structure is designed to enable the clear and accurate definition of services. The structure: Enables the definition of both simple and complex services Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service Enables clear communication of service targets associated with different service elements Service Support Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers use. Periodic of review Once this Service Definition is approved by IT at UNSW it will form the initial baseline for future service renewal. Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition. Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended. All service reviews will be conducted on an annual basis once the 6-month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion. Page 5 12/12/2011

6 Apple File Service - Service Description Service Item Details This section provides information on what the service is known as and who within IT at UNSW owns the service. Service Name Apple Shared File Service Service Group Service Description Customer Services -> Desktop Engineering This service provides Apple Mac File System Access for UNSW staff to access their Home Drive using Mac only clients. Remote access is also provided through Cisco VPN Service Components Description This section provides information on the key components that make up the service offering. File System The File System provides storage for Mac only Home Drives, for Staff at UNSW. Storage is provided on demand by the ITU division to meet the initial and ongoing needs of the Faculties and Divisions. Mac clients are supported using their native file sharing protocol, being Apple File Protocol (AFP) for Mac. Storage allocations (quotas) are used purely for administrative purposes, as allocations can be increased on request (with approval) to meet the needs of all clients. The File System is a Tier 3 solution meaning there is no dual-site redundancy and a manual recovery from backup is required. The system is designed to operate with 10 hours of unscheduled outages per calendar month excluding planned outages. Home Drives Shared Data Every staff member will be provisioned with a home drive. Access to home drives will be available via standard file share mapping or remote login via Cisco VPN. The user will have full control access to their home drive as this is required to support various SOE components The Apple Shared File Service is only for the purpose of Home Drives. Share Data is serviced via the UNSW Enterprise File Service refer to the Enterprise File Service Definition. Page 6 12/12/2011

7 Service functionality Description This section provides advice on specific functionality offered with this service. Backup and Restore All storage is scheduled for incremental nightly backups and full backups on Saturdays, and can be recovered to the last backup time in the event of a disaster. Recovery of individual files will be performed in line with service availability target for Priority 3. All file restores will be available based on the UNSW backup policy, via a request to the Service Centre. Remote Access Home Drives for Locally Managed and Individually Managed Macs Storage Reports General Purpose of Apple File Service Supported Clients Quota Management Remote Access is only available by using UNSW s Cisco VPN service. All Macs that are either managed via a local SOE or individually managed - will have access to a home drive. Mapping to the drive will either be done automatically when logging into the Mac as an Active Directory user, or manually. The latter rests with local IT or the user of the Mac. Storage Reports will be generated regularly and issued to a defined distribution list or ondemand by lodging a service request for resolution by the Desktop Engineering team. These reports will show consumed storage against allocations, growths and can assist in the management of storage and planning of future requirements. To provide storage for personal files. This service is not suitable for file formats used for on-line digital video editing. Mac only running Mac OS X and Windows. Quotas for staff will be enabled for home drives. Staff storage requirements and will have an initial quota of 20Gb. This may be increased in 5Gb increments up to 40Gb by request to the Service Centre. Storage requirements beyond 40 Gb will need to be stored on alternative media, such as USB sticks, external hard drives, etc. Usage will be monitored and staff with excessive usage, or that do not adhere to the UNSW policy for Acceptable Use of UNSW Information and Communication Technology Resources will be asked to reduce their files. Storage Allocations Home drives will appear to the client as the size of their quota allocation. When fully consumed, writing more data will be locked until either the allocation and/or storage volume is increased or until data is deleted. Storage is allocated in volume lots of 3 TB. Desktop Engineering Administrators will proactively manage all data volumes to ensure free space is available and storage allocations are appropriate as entire volume consumption could stop users from being able to use the system. Larger storage allocations are available on request. Support details Contact Support Hours Description All calls for support and service are raised by logging a ticket with IT Service Centre on am 5pm Monday to Friday Page 7 12/12/2011

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9 Apple File Service - Service Configuration Page 9 12/12/2011

10 Apple File - Support Services The Apple file system is supported by the following IT Organisational Units: Level 1 Support Level 2 Support Level 3 Support Level 4 Support Service Centre Desktop Support Desktop Engineering Apple, Archiware, Promise, Tanberg Corp, QLogic Monitoring and Reporting Service Management Office System Owner Director, IT Customer Services Level 1 Support: This team is usually the first point of contact for customers to raise IT related issues. This team logs the call that comes in via multiple channels (Phone, Mail, , In person, Fax etc.). First level support team tries to perform a quick assessment of the incident or request and attempt to fix the incident or fulfil the request by following simple troubleshooting scripts and cheat sheets. Example: Resetting password, mapping a network drive, or creating accounts. Level 2 Support: These are dedicated IT support teams responsible for handling non-standard and non-repetitive calls. These teams have a higher skill set and possess greater level of system permissions and technical knowledge in incident solving and request fulfilling than first level support. First level support escalates calls to second level that they are unable to respond to. Second level support escalates calls to 3rd level support after troubleshooting. Example: Desktop Support provisioning and troubleshooting Mac hardware and deployed applications. Level 3 Support: These teams are comprised of "experts /specialists" for the specific system. Third level support team assists in resolving and fulfilling more complex incidents and requests which are unable to be resolved by the second level support as well as performing problem and change management. These teams normally comprise individuals from development, engineering, product management. Level 4 Support: This support is normally provided by the Vendor of the product. Third level support teams are responsible for the management of the Level 4 support governed by underpinning contract. Example: Apple, Microsoft, HP Page 10 12/12/2011

11 First Level Support - Service Centre General Description Detailed Inclusions and Exclusions All support and requests for service must be channelled through the Service Centre. The Service Centre will provide 1st level support and escalate to 2nd level technical/functional support where necessary. Inclusions Incident Management Provide first level support for File Service related Incidents Service Request Management Log service requests and assign to appropriate support team, request include; o Request for a increase in storage requirements o Restore files: - Where media is to be recalled the ticket will be forwarded to appropriate level 2 group Drive mappings as per support scripts User information Exclusions None listed Contacting this Support Service The Service Centre can be contacted on or access the IT self-help portal The Service Centre support hours are Monday- Friday: 8am to 8pm Weekends & Public Holidays: 11am - 2pm Page 11 12/12/2011

12 Second Level Support - Desktop Support General Description Inclusions and Exclusions IT Customer Services provide 2nd level technical support for Desktop Users. Inclusions Remote or desk side support for connectivity issues to the File Service Exclusions None listed Second Level Support Service Management Office General Description Inclusion and exclusions The Service Management Office (SMO) provides non technical support to customers and users regarding this service. Inclusions Facilitates service restoration during significant incidents. Facilitates annual service review and updates Service Definition where required. Manages the approval process for production related changes. Administers IT at UNSW s CA Service Desk tool Updates call management tool with new service requirements. Provides service reporting to key stakeholders Third Level Support - Desktop Engineering General Description The team is responsible for the management of the Apple File System and additional software components that make up the service offering. The team is the primary technical support group that will resolve incidents or problems with the service. The team will liaise with specific SME s to ensure a highly available service offering throughout the life of the service. Inclusions and Exclusions Inclusions File System User Administration File System Security Administration Volume Management and Reporting Problem Management Attend service performance reviews when required Perform restore of data from backup media to server Exclusions Changes to backup schedules Restore from major incidents Page 12 12/12/2011

13 Apple File Service RASCI matrix Below is the RACI Matrix for critical elements of this service and the teams that deliver this service. RACI stands for: Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly. Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this. Supportive the individual or team responsible who are needed to do the real work Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations carried out. Informed: Is defined as the person(s) who need to be informed about the prescribed activity High Level Task Service Group Description Director, Customer Services Desktop Support Desktop Engineering Service Centre Service Management Office Owner of the Service I S R,S S A Manages Requests / Incidents through to resolution I R,S R, S A, R, S I Provides service reporting, integrity, management reviews of this service A, R, S S S S I Manages High Priority Incidents A, R,S S S S I Is the primary custodian of the end to end service and its performance Monthly reporting based on figures collected from CASD. This includes the provision of process such as change management to protect service integrity. Facilitates service restoration during significant incidents * IMAC Install, Move, Add and Change Page 13 12/12/2011

14 Apple File Service - Service Targets The service targets described in the following table relate to Apple File service and are managed through the standard priority targets integrated within the CA Service Desk ticket management tool. General Description Incident Management Support Service Levels Priority Code All Incidents and Service Requests are channeled through the IT Service Centre. Where Incidents are logged the IT Service Centre will provide 1 st level support and escalate the call to the most appropriate UNSW 2 nd level technical support. The following priority codes are used when a call is logged with the IT Service Centre. Description 1 A major production outage, performance degradation, or instability causing significant impact to the University community. 2 A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers cannot utilise mission critical applications. 3 User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity. 4 Individual Service Request or Incident that does not impact business. Response Time The time taken for an IT at UNSW resolver to respond to the ticket. The call is logged and escalated immediately to the appropriate IT at UNSW resolver group and Incident manager. The call is logged and escalated immediately to the most suitable IT at UNSW resolver group. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Resolution Time The time in which a solution to an Incident must be implemented or a Service Request fulfilled. Within 4 standard support hours from the initial logging of the Incident or Service Request Within 8 standard support hours from the initial logging of the Incident or Service Request Within 16 standard support hours from the initial logging of the Incident or Service Request Within 40 standard support hours from the initial logging of the Incident or Service Request Page 14 12/12/2011

15 Service Targets VIP Users VIP status is assigned by two methods. A - Recognised as an important individual due to their influence over the day to day running of the University, and as such they receive a higher level of service with regards to response to and restoration of Incidents and Service Requests across all services. B - VIP receives an increased level of support based on the significance of the Incident. Teaching Lab and Lecture Theatre environments for example require elevated service levels because these environments deliver core business functionality to UNSW. Service level targets VIP Recognised as an important individual due to their influence over the day to day running of the University and as such they receive a higher level of service with regards to response to and restoration of Incidents and Service Requests across all services. Examples include Financial implication if the issue is not resolved today Embarrassment caused to University or its representatives Priority Code Description Initial response time The time between logging the ticket and the analyst assigning the call to the XYZ resolver group Target restoration time The time in which a solution to an Incident must be implemented or a Service Request fulfilled. A Financial implication if the issue is not resolved as soon as possible UNSW s corporate or individual reputation is negatively affected. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Continuous support until resolution achieved (less than 2 hours) VIP receives an increased level of support based on the significance of the incident. Teaching Lab and Lecture Theatre environments for example require elevated service levels because these environments deliver core business functionality to UNSW. Priority Code Description Initial response time The time between logging the ticket and the analyst assigning the call to the XYZ resolver group Target restoration time The time in which a solution to an Incident must be implemented or a Service Request fulfilled. B Class cannot be delivered due to lecturers PC not functioning Lecture theatre PC s unavailable and class cannot be run IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Continuous support until resolution achieved (less than 2 hours) Page 15 12/12/2011

16 Apple File Service - Reporting and Charging Reporting Reports Included Report Frequency Reports Generated For Charging Charging Model Frequency Service Pricing Yes Monthly IT Directors, Service Custodian and Technical support team leader There is no charge for this service na There is no charge for this service Page 16 12/12/2011